Equality, diversity and inclusion policy
Original policy date: December 2025
Updated version date: October 2026
Review frequency: Annually
Next review date: October 2027
Policy owner: Nina Chivers, Director
Person responsible for complaints: Nina Chivers, Director
Business address: 1 Broad Street, Barry, CF62 7AA
Telephone: 01446 736888
1. Our commitment
Nina Estate Agents & Lettings Ltd is committed to promoting equality, diversity, inclusion, dignity and respect in all aspects of our estate agency, letting and property management services.
We believe everyone should be treated fairly and with respect, regardless of their background, identity, personal circumstances or protected characteristics
We recognise that our service users include prospective tenants, existing tenants (contract-holders), landlords, property applicants and other customers who access our services.
We aim to provide a professional, accessible and inclusive service, ensuring that our policies, procedures and decisions are fair, consistent and compliant with applicable legislation and regulatory requirements.
We are committed to following the relevant requirements of Rent Smart Wales, including its applicable Code of Practice and licensing conditions, and to maintaining appropriate standards of professional conduct.
2. Who this policy applies to
This policy applies to all relevant services and activities carried out by Nina Estate Agents & Lettings Ltd.
It covers the following groups.
Prospective tenants
• People enquiring about available rental properties.
• People attending property viewings.
• People applying to rent a property.
• People undergoing referencing, affordability assessments or other lawful application checks.
Existing tenants (contract-holders)
• People occupying properties that we let or manage.
• People requesting repairs, maintenance or assistance.
• People contacting us about their occupation contracts, property management or complaints.
Landlords
• Individuals and organisations instructing us to advertise, let or manage their properties.
• Existing landlord clients and prospective landlord clients.
• Landlords seeking advice about their responsibilities and our services.
The policy also applies, as relevant, to our directors, employees, contractors and representatives.
3. Legal and regulatory responsibilities
We will have regard to the legislation and regulatory requirements applicable to our activities, including:
• Equality Act 2010.
• Renting Homes (Wales) Act 2016.
• Renting Homes (Fees etc.) (Wales) Act 2019, as amended.
• Human Rights Act 1998, where applicable.
• UK General Data Protection Regulation and Data Protection Act 2018.
• Applicable Rent Smart Wales licensing requirements and Code of Practice.
• Relevant Welsh Government legislation, regulations and guidance.
We will review this policy when relevant legal or regulatory requirements change.
4. Protected characteristics
We will not unlawfully discriminate against any person because of a protected characteristic under the Equality Act 2010.
These characteristics are:
• Age.
• Disability.
• Gender reassignment.
• Marriage and civil partnership.
• Pregnancy and maternity.
• Race, including colour, nationality and ethnic or national origins.
• Religion or belief.
• Sex.
• Sexual orientation.
We recognise that people may experience barriers to accessing housing services because of their individual circumstances. We will seek to provide fair treatment and avoid unjustified barriers while complying with our legal obligations.
5. Equality for prospective tenants
We are committed to ensuring that prospective tenants receive fair and consistent treatment when enquiring about or applying for a property.
We will:
• Provide clear and accurate information about available properties.
• Apply relevant and lawful application criteria consistently.
• Assess applicants individually using relevant, objective and lawful criteria.
• Avoid assumptions based on a person’s appearance, name, accent, nationality, disability, family circumstances or protected characteristics.
• Use inclusive language in property advertisements and communications.
• Consider reasonable adjustments where required by law.
• Explain application requirements and decisions clearly and respectfully.
• Comply with applicable legal protections relating to applicants with children and applicants who receive benefits.
We will not impose blanket exclusions that unlawfully discriminate against prospective tenants.
We will not use a landlord’s personal preferences as a justification for unlawful discrimination. Where a landlord gives us an instruction that may be discriminatory, we will explain the relevant legal requirements and will not knowingly implement an unlawful instruction.
6. Equality for existing tenants (contract-holders)
We are committed to providing existing tenants with a fair, respectful and professional service throughout their occupation.
Where we are responsible for letting or managing a property, we will:
• Communicate clearly and courteously.
• Provide relevant information about our services and the occupation contract.
• Deal with enquiries and concerns professionally and in a timely manner.
• Apply procedures consistently and in accordance with applicable law.
• Handle repair requests, inspections, maintenance issues and complaints fairly.
• Consider reasonable adjustments for disabled tenants where required by law.
• Respect tenants’ privacy and dignity.
• Take reports of discrimination or harassment seriously.
• Provide information about our complaints procedure on request.
No tenant will be treated less favourably because of a protected characteristic.
We will ensure that tenancy-related decisions are based on lawful and relevant considerations rather than prejudice or discriminatory assumptions.
7. Equality for landlords
We are committed to providing landlords with a professional, fair and inclusive service.
We will:
• Explain our services, fees, responsibilities and procedures clearly.
• Treat all landlord clients respectfully.
• Apply our terms of business and service standards consistently.
• Provide appropriate information about relevant legal and regulatory responsibilities.
• Advise landlords when proposed instructions may conflict with equality legislation.
• Refuse to knowingly participate in unlawful discrimination.
• Consider communication and accessibility requirements when delivering our services.
• Handle complaints and concerns professionally.
Our obligations to landlords do not override our legal responsibilities to prospective tenants, existing tenants or other service users.
8. Accessibility and reasonable adjustments
We recognise that people may require different forms of communication or support to access our services.
Where reasonably practicable, and where required by law, we will seek to make our services accessible by:
• Providing information in clear and straightforward language.
• Considering requests for alternative formats or communication methods.
• Making reasonable adjustments for disabled service users.
• Considering accessibility requirements when arranging appointments and property viewings.
• Allowing appropriate additional time where reasonably necessary.
• Treating people with dignity when discussing personal circumstances or support needs.
Service users who require an adjustment should contact Nina Estate Agents & Lettings Ltd on 01446 736888 to discuss their requirements.
Requests will be considered individually in accordance with applicable legal obligations.
9. Property advertising and marketing
Our property advertisements, marketing materials and application procedures will be fair, accurate and inclusive.
We will:
• Use appropriate and non-discriminatory language.
• Avoid discriminatory statements and stereotypes.
• Apply relevant selection criteria consistently.
• Review landlord instructions where equality concerns arise.
• Correct discriminatory wording or practices when identified.
• Ensure that advertising and tenant selection comply with applicable law.
We will not knowingly publish or act upon discriminatory advertising instructions.
10. Harassment, victimisation and unacceptable conduct
Nina Estate Agents & Lettings Ltd does not tolerate unlawful discrimination, harassment or victimisation in connection with our services.
This commitment applies to conduct by our staff and representatives towards service users and, as appropriate, conduct by service users towards our staff and representatives. We will take concerns seriously and respond appropriately to the circumstances.
Where appropriate, we may investigate concerns, review procedures, take corrective action or refer matters to the relevant organisation or authority.
No individual should be treated unfairly for raising a genuine concern about discrimination or assisting with a complaint.
11. Equality monitoring and confidentiality
We may review information about our services to help identify barriers, improve accessibility and promote fair treatment.
Where equality monitoring information is collected, we will:
• Explain why the information is being collected.
• Collect only information that is appropriate and necessary for a legitimate purpose.
• Handle personal information securely and confidentially.
• Restrict access to authorised individuals.
• Comply with applicable data protection legislation.
• Avoid using equality monitoring information to make discriminatory decisions.
We will not request sensitive personal information unless there is a legitimate and lawful reason to do so.
12. Responsibilities and staff awareness
Nina Chivers, Director, is responsible for overseeing this policy and promoting its implementation within Nina Estate Agents & Lettings Ltd.
Anyone working for or representing the business must:
• Follow this policy.
• Treat service users fairly and respectfully.
• Use appropriate and inclusive language.
• Apply lawful procedures consistently.
• Raise concerns about discriminatory conduct or practices.
• Protect confidential information.
• Undertake relevant training or guidance where appropriate.
Management will take reasonable steps to ensure that equality and diversity are reflected in our day-to-day services.
13. Complaints and raising concerns
Anyone who believes they have experienced discrimination, unfair treatment or a failure to consider an accessibility requirement in connection with our services may raise a concern with us.
Complaints contact:
Nina Chivers, Director
Nina Estate Agents & Lettings Ltd
1 Broad Street
Barry
CF62 7AA
Telephone: 01446 736888
Complaints should include, where possible, details of the incident, relevant dates and any supporting information.
We will:
1. Consider the complaint fairly and objectively.
2. Review the information provided.
3. Make further enquiries where appropriate.
4. Take corrective action if a failure is identified.
5. Communicate the outcome, subject to confidentiality and applicable legal requirements.
Complaints will be handled in accordance with our complaints procedure.
Where appropriate, we will explain how a complainant may refer their concern to a relevant redress scheme, regulator or other organisation.
Raising a genuine concern will not, in itself, be a reason to treat someone unfairly.
14. Monitoring and continuous improvement
We will review our services and procedures periodically to identify opportunities to improve equality, accessibility and inclusion.
We will consider feedback from prospective tenants, existing tenants, landlords and other service users.
Where shortcomings are identified, we will take reasonable steps to improve our policies, procedures and service delivery.
15. Publication and availability
This policy will be made available on the Nina Estate Agents & Lettings Ltd website and upon request.
We will seek to provide the policy in an accessible format where reasonably practicable and where required by law.
16. Policy review and approval
This policy was originally dated December 2025 and updated in October 2026.
It will be reviewed annually, or earlier if required by changes in legislation, regulatory requirements or our business practices.
Policy owner: Nina Chivers, Director
Original policy date: December 2025
Updated version date: October 2026
Next review date: October 2027
Approved by: Nina Chivers, Director